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Customer Relations Specialist
2 months ago
Are you dedicated to enhancing customer experiences and ensuring adherence to industry regulations? If you possess a keen eye for detail and a commitment to compliance, we have an exciting opportunity for you.
Oxbow Resourcing is proud to partner with a premier provider of global travel insurance solutions. As part of a prestigious international insurance group, they are focused on delivering outstanding service and reassurance to their clientele.
In response to their expanding operations, they are seeking two committed Complaints Officers to become integral members of their vibrant team.
Position Overview
As a Complaints Officer, your role will be vital in managing and resolving customer grievances in alignment with regulatory frameworks (PRA, FCA, EIOPA, etc.) and internal policies. You will ensure that all complaints are addressed promptly, professionally, and in accordance with the company’s ethos of Treating Customers Fairly (TCF).
Key Responsibilities
- Conduct comprehensive investigations into customer and organizational complaints, drafting Final Response Letters and preparing documentation for the Financial Ombudsman Service (FOS).
- Oversee the Complaints inbox and maintain precise records in Complaints Registers and databases.
- Engage effectively with stakeholders, including customers, legal representatives, and FOS officials.
- Stay informed about regulatory and legislative changes, ensuring that the company’s complaint management processes remain compliant.
- Support the Complaints and Compliance division by advocating for FCA, Conduct, and TCF initiatives.
What We Seek
- In-depth understanding of FCA Handbook requirements and best practices in complaint management.
- Ability to apply knowledge in critical areas such as Treating Customers Fairly, Vulnerable Customers, and Data Protection.
- Strong decision-making capabilities, with the ability to meet stringent deadlines.
- Proficiency in Microsoft Office and exceptional communication skills, particularly in written correspondence.
- Experience in the insurance sector, especially in travel insurance, is advantageous.
What We Offer
- A hybrid working model that allows for a balance between office and remote work.
- The chance to make a meaningful impact within a respected global organization.
- Opportunities for professional development within a team that prioritizes compliance, customer service, and continuous improvement.
Join Us
If you are prepared to embrace this challenging yet fulfilling role and contribute to upholding the high standards of this Travel Insurance Services provider, we encourage you to express your interest. Join a company that values and nurtures your skills and expertise.
